Service Engineer

Safran•San Diego, CA

About The Position

Summary of Job Purpose: Provide answers to customers' technical requests (troubleshooting and technical solutions based on accepted practices) and follow up on products performance dashboards. Work closely with aircraft manufacturers and operators on product technical evolution and improvements. Monitor product development and field issues; report and launch technical resolution of in-services issues with Program Management and Engineering. Train operators and aircraft manufacturers' personnel on APU (Auxiliary Power Units) functionalities and operations. Essential Duties and Responsibilities: • Provide answers to customer's technical requests. • Follow-up on products performance dashboards. • Monitor product development and field issues. • Report and launch the process of technical resolution of in-service issues. Monitor product improvements and manage the field incorporation of the solutions • Provide formal training to operators and aircraft manufacturers' personnel on APU functionalities and operations. • Propose product warranty provision funds in coordination with the commercial support and programs organizations. cProvide emergency back-up technical assistance (aircraft on ground (AOG) support) to back-office members who rotate to support customer requests on a 24/7 basis. • Alert management and program organization of potential safety-related, technically-related or commercially-related issues that are linked to the operations and performance of our products. • Provide technical support for the adjudication of the warranty claims. • Act as the primary focal and point of contact for technical AOG resolution for the support network. • Actively collect product reliability data from the field, analyze reliability trend and shop finding reports for technical issues

Requirements

Bachelor's Degree in Engineering preferred, or demonstrated competency in Service Engineering or related field in Customer Support. Minimum of 5 years of proven experience in customer support or technical support in the aerospace industry.
Proven record of working effectively with internal and external customers and across functions.
Knowledge of reliability and statistical principles and theories.
Knowledge on structure of and usage of technical documents. Able to suggest improvements and modifications based on product improvements.
Knowledge of basic concepts of contracts management and procurement.
Knowledge of the basic principles of the logistics flows internal and external to the company and process improvements.
Knowledge of the basic principles of logistic flows and the operation of transport.
Knowledge of the economics, performance characteristics and specifications of the products for which APU engines are designed.
Knowledge on how to make the link between the products' economics, technology, commercialization and performance.
Able to make decisions that can be justified by target technical and commercial criteria, requiring a selection of relevant information, the development of hypotheses, and effectively anticipate and assess technical and financial risks.
Travel to customer sites for technical or line maintenance support, as necessary

Responsibilities

Provide answers to customer's technical requests.
Follow-up on products performance dashboards.
Monitor product development and field issues.
Report and launch the process of technical resolution of in-service issues.
Monitor product improvements and manage the field incorporation of the solutions
Provide formal training to operators and aircraft manufacturers' personnel on APU functionalities and operations.
Propose product warranty provision funds in coordination with the commercial support and programs organizations.
cProvide emergency back-up technical assistance (aircraft on ground (AOG) support) to back-office members who rotate to support customer requests on a 24/7 basis.
Alert management and program organization of potential safety-related, technically-related or commercially-related issues that are linked to the operations and performance of our products.
Provide technical support for the adjudication of the warranty claims.
Act as the primary focal and point of contact for technical AOG resolution for the support network.
Actively collect product reliability data from the field, analyze reliability trend and shop finding reports for technical issues